Workspace settings

Settings is where the workspace is configured. It is organised into groups, and most of it is admin-only — the exception being the Personal group, which every member can change for themselves.

Personal

Your own settings, not the workspace's:

• Details — your profile, including your display name and avatar.
• Notifications — what you are told about and how.
• My channels — connect your own mailbox, confirmed with a code, or your Slack member id, so that tickets assigned to you reach you where you already work.
• Account security — your sign-in and security settings.

Your presence — online, away or offline — is set from the account menu rather than from Settings. It matters operationally: automatic assignment only gives tickets to people who are not offline, so setting yourself offline or marking yourself unavailable takes you out of the rotation without anybody having to remove you from a team.

Workspace

• General — the workspace's own settings.
• Members — the roster, covered below.
• Teams — creating teams, setting their colour and description, choosing their auto-assignment behaviour, and managing membership.
• Security — workspace-level security controls.
• Audit log — the record of administrative actions.
• Usage and billing.

Members

Invite member takes an email address and a role. The four roles are described in the invitation dialog itself: owner and admin both have full workspace access, editor can build and publish but not change settings, and viewer is read-only. There is a full article on what each role can do.

The members table lets an admin change a member's role and their status — active or suspended — and remove them. Owners cannot be removed or re-roled by another owner, which is the protection that stops a workspace from losing its last owner.

Invitations that have not yet been accepted appear in their own table, where they can be resent or revoked. Each carries a delivery badge — sending, sent, didn't send, undelivered, or marked as spam — so an invitation that never arrived is visible as a delivery problem rather than being mistaken for somebody ignoring you.

Bear in mind that removing a member does more than take them off the list: their team memberships are removed and their sessions and API keys are revoked at the same time.

Teams

A team has a name, description and colour, a member list, and an auto-assignment setting: manual, round robin or least busy. Deleting a team shows you an impact preview first, so you can see what currently points at it.

Ticketing

This group is the tooling your agents work with:

• Fields and types — custom ticket fields (text, long text, number, date, single-select, multi-select, checkbox and URL) and your own ticket types.
• SLA policies — first-response and resolution targets in minutes, per priority, each with its own on/off switch.
• Automation rules — currently one rule: automatically close stale tickets after a chosen number of days without activity.
• Macros — ordered action lists, optionally triggered automatically.
• Canned responses — saved text with a title and a /shortcut, inserted from the reply composer by typing the shortcut.
• Feedback survey — your CSAT, NPS, CES or custom survey, including delivery channels, delay, reminders, the question and scale, follow-up prompt, thank-you message and any additional questions, with a live preview.

Remember the general rule from the permissions model: editors create and edit these things, and admins delete them.

AI agents

Autonomy sets, per channel and per category, whether the AI is off, suggests a reply for a human to send, or replies automatically — and whether a copy is kept on email. Auto-resolve and categorization configure related behaviour, and provider keys holds the credentials.

The autonomy grid is the setting to move slowly on. Starting a category in suggest and watching what the agent would have said is how you find out whether it is ready for auto, and it costs nothing but the reading.

Channels, customer data and developers

Channels covers voice and telephony and phone numbers; the main channel catalogue is under Channels in the main sidebar rather than in Settings. Customer data holds Companies, on Service Desk workspaces.

Developers holds API keys and MCP. Remember that an API key acts with the role of the member who created it, so it becomes less powerful if they are demoted and stops working if they leave. MCP gives you a connection URL to paste into Claude, Claude Code, ChatGPT or Cursor, shows which tools are available at which role floor, and lets an admin turn access on or off per member.

The dashboard

Home is the reporting surface and is admin-only. It has two modes. Overview is a fixed set of sections — at a glance, live right now, workload over time, where tickets come from, how conversations end, team and workload, and topics and automation — filtered by time range, team and channel.

Build a dashboard is the other half: rather than an exhaustive chart library, there is a side panel where you describe the chart you want and it is built for you, with example prompts and ready-made tiles such as tickets by channel, SLA breach rate, CSAT distribution and billable time by person. A dashboard holds up to twelve tiles, and whether it is shared with the workspace is decided when you create it.